Reporting IT Issues That DLT Can't Help With

For issues that the Digital Learning Team can't help with, these should be reported via myICT.

When you access myICT via the Orb there are 2 main options for reporting IT issues:

Report a fault - This option is for faults with your CGI managed machines, network and systems and takes you to links for the CGI self-service portal. Since the Corporate and L&T estates are managed in different ways, there are quite a few options in the portal which are for corporate only. Corporate don’t have a an equivalent to the LTAD self-service portal, so don’t have the convenience of managing their own accounts and software etcmyICT via the Orb

Request an ICT Service - This gives you the option to 'Search the ICT Service Catalogue' for items and systems which are managed or processed internally by ICT Solutions. Again, because of the different ways that Corporate and L&T work, there are items which are not usable by L&T. The ICT services catalogue has a search function and Categories such as HR requests (myHR access, myPeople delegated authority etc), Systems (which include iTrent, Swift, Smartpay etc) and Telephony (for new phones, extensions voicemail etc)

The links in the ICT Services Catalogue will take you to the same instance of Kayako that the Digital Learning Team help desk is in. You will need to sign in before you can access the forms.

There are also Simple and Complex change request options for items not covered by anything in the CGI portal or service catalogue.

Enquiries for DLT should be submitted via the Kayako help desk.

We advise that for ease of use, you bookmark the Sign in page for the Help Desk and the ‘Learning &Teaching – Miscellaneous’ form